ITIL® Service Lifecycle – Service Transition

ITIL® Service Lifecycle – Service Transition

Course ID: ITILST4 Days

ITIL® Service Lifecycle – Service Transition

Overview

The Service Transition (ST) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the process and practice elements and management techniques required to build, test and implement products and services. It also demonstrates how service transition can apply to other stages of the IT Service lifecycle and can underpin decisions during the Strategy and Operations phases.

The ST module will teach you how to plan and manage the move into initial operation for the new or revised resources created during the Service Strategy and Service Design stages of the ITIL Service Lifecycle. In addition to providing guidance on techniques for organizing and managing the transition, the certification also covers management of technology considerations and challenges and risks.

The course covers management and control of activities and techniques that are documented in the ITIL Service Transition publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Release, Control and Validation module from the Service Capability work stream.

The techniques taught in the ST module can help organizations and individuals better understand and manage changes to IT services in line with users’ expectations and business strategy. Service transition is vital for flexibly managing changes and delivering improvement to services provided by organizations or programmes of work.

Description

AUDIENCE

Individuals who require a detailed understanding of the ITIL service transition stage of the ITIL service lifecycle and of how it may be implemented to enhance the quality of IT service provision within an organization

IT professionals working within, or about to enter, a service transition environment and requiring a detailed understanding of the processes, functions and activities involved

Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications

Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules

Individuals seeking progress towardthe ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

OBJECTIVES

Introduction to service transition

Service transition principles

Service transition processes

Managing people through service transitions

Organizing for service transition

Technology considerations

Implementing and improving service transition

Challenges, critical success factors and risks

COURSE CONTENT

Module 1: Introduction to service transition

The purpose and objectives of service transition

The scope of service transition and ways that service transition adds value to the business

The context of service transition in relation to all other lifecycle stages

Module 2: Service transition principles

Service transition policies, principles and best practices for service transition

How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition

The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases

Module 3: Service transition processes

A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases

Module 4: Managing people through service transitions

How to address and manage the communication and commitment aspects of service transition

How to manage organizational and stakeholder change

How to develop a stakeholder management strategy, map and analyze stakeholders and monitor changes in stakeholder

Module 5: Organizing for service transition

How the technical and application management functions interface with service transition

The interfaces that exist between service transition and other organizational units (including programs, projects, service design and suppliers) and the “handover points” required to ensure delivery of new or change services within the agreed schedule

Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles

Why service transition needs service design and service operation, what it uses from them and how

Module 6: Technology Considerations

Technology requirements that support the service transition stage and its integration into the service lifecycle

Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition

Module 7: Implementing and improving service transition

The key activities for introducing an integrated service transition approach into an organization

The design, creation, implementation and use of service transition in a virtual or cloud environment

Module 8: Challenges, critical success factors and risks

Be able to provide insight and guidance for transition challenges, risks and critical success factors

What’s Next

The ST module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.